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November 06, 2020

Ep. 7. Annette Franz, Chair of the CXPA, how to do a customer journey map; common call centre mistakes; and why employee experience is so important.

33 minutes

Hello and welcome to the On Hold podcast, where we interview people with unique experiences and ask them to teach us how to create wonderful customer experiences.

This week’s guest is Annette Franz. She’s been working in this space since before the words “customer experience” were a part of common business language.

Annette has held senior CX & VoC positions at companies like Medallia, CustomerSat, and Confirmit, and now is the Chair of the Customer Experience Professionals Association. In short: she knows the customer experience landscape like the back of her hand.

In this interview we discuss:

Why has customer experience come into focus in recent years?

What’s the difference between a touchpoint map and a customer journey map?

Where do you start when doing a customer journey map?

What techniques can you use to gather customer feedback?

6 steps to mapping the customer journey

Common CX mistakes made in call centres

NPS—is it any good?

Why employee experience is important to customer experience

...more

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By SentiSum